Is any information internal to the system stored or

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Is any information, internal to the system, stored or retrieved? Suggest process improvement with physical level-0
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“We observed a typical morning’s work for Sunita, one of the customer representatives at MediAnswer. She works in a cubicle alongside 8 other coworkers, handling phone calls with a headset. When a call comes in from a patient, she asks them for their name, telephone number and doctor. She writes all of this down on a post-it note. She asks the patient to hold while she types this information into her PC to verify their identity. Once confirmed, she asks them to describe their request. (Sunita is not trained or allowed to make any medical judgment. If it is an emergency, she asks them to hang up and dial 911). While listening, Sunita accesses a database of “physician’s watches.” These are daily notes left by each physician for the answering service to alert them to special cases. If this patient’s name is on the list, she will page the doctor (who will call the patient back directly as soon as possible.) If the name is not on the list, she will access the physician’s on-line calendar and schedule an appointment. (The physician’s PDA will update with the new appointment the next time he synchronizes.) In both cases, Sunita confirms this action with the patient prior to ending the call.”
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“We observed a typical morning’s work for Sunita , one of the customer representatives at MediAnswer . She works in a cubicle alongside 8 other coworkers , handling phone calls with a headset. When a call comes in from a patient , she asks them for their name, telephone number and doctor. She writes all of this down on a post-it note. She asks the patient to hold while she types this information into her PC to verify their identity. Once confirmed, she asks them to describe their request. (Sunita is not trained or allowed to make any medical judgment. If it is an emergency, she asks them to hang up and dial 911 ). While listening, Sunita accesses a database of “physician’s watches.” These are daily notes left by each physician for the answering service to alert them to special cases. If this patient’s name is on the list, she will page the doctor (who will call the patient back directly as soon as possible.) If the name is not on the list, she will access the physician’s on-line calendar and schedule an appointment. (The physician’s PDA will update with the new appointment the next time he synchronizes.) In both cases, Sunita confirms this action with the patient prior to ending the call.”
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71 Patient Physician 0 Answering Service Telephone Name Doctor Pa ge Confirmation Medical Request Calendar update/appointment - Fold key individuals (e.g., Sunita) into process 0. - Scope appropriately (e.g., PC is part of answering service) - Abstract data flow essence at this level?
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  • Fall '08
  • Koru,G
  • Entity-relationship model

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